FCO Services

Service Desk

FCO Services’ Service Desk delivers an effective and consistent contact centre facility– across cloud, on-premise and co-located services. Operating at OFFICIAL and SECRET, accredited to ISO9001, ISO20000 & ISO27001, our security cleared, highly skilled staff provide 24/7x365 support.
For Government. By Government.

Features

  • Service Integration and SIAM ability to manage ITIL aligned processes
  • Agile delivery with capacity to flex to increase in demand
  • Single point of contact for all end user services
  • Each customer is assigned a service desk lead
  • Simplified and transparent service reporting
  • Service desk support tailored for specific business needs
  • Continuous service improvement driven by customer experience feedback
  • Consistent, single point of contact for user queries and requests

Benefits

  • In government partner
  • Unique mix of civil service and commercial expertise
  • All staff security cleared to a minimum of SC
  • Increased productivity due to timely fault restoration and workaround implementation
  • ISO 20000, ISO27000 and ISO 9001 certified organisation
  • Agile delivery with capacity to flex to increase in demand
  • Highly experienced in working with public sector organisations
  • Service desk support tailored for specific business needs
  • Continuous service improvement driven by customer experience feedback

Pricing

£6.08 per transaction per month

Service documents

Framework

G-Cloud 11

Service ID

4 8 8 0 3 0 2 6 9 0 0 5 4 5 4

Contact

FCO Services

Elizabeth Arneill

01908 515789

lizarneill.dosframework@fcos.gov.uk

Planning

Planning
Planning service No

Training

Training
Training service provided No

Setup and migration

Setup and migration
Setup or migration service available No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works FCO Services offer an exceptional end-to-end Quality Assurance service in a secure environment. Our highly motivated, experienced, security vetted team have a proven track record of delivering high quality products and custom solutions in the Public Sector for over 15 years, tailored to the clients' requirements.

Our Agile approach encompasses functional, integration, resilience, compatibility, load testing, Operational Acceptance Testing and User Acceptance Testing with full defect management and reporting. Working to recognised Industry Standards (IEEE/ISTQB) we ensure quality, reliable and robust software for successful go-live products.

Security testing

Security testing
Security services No

Ongoing support

Ongoing support
Ongoing support service No

Service scope

Service scope
Service constraints None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Based on the priority of the ticket, FCO Services can respond within 30 minutes on a 24x7/365 basis.
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Support levels The FCO Services’ Global Support Centre (GSC) acts as the single point of contact for the receipt of all interactions, incidents and service requests from the Customer’s nominated representative (s) with the service  capable of delivering operational support and management on a 24x7x365 basis.
Standard GSC Operational hours: 0700-1900 Mon-Fri excl. UK public holidays
Accepted methods of contact include customer contact via telephone and email which may result in the subsequent creation of an incident or service request.
The GSC can be contacted for support by customers in either one of two ways
1. By telephone
2. Via email with the customer utilising an FCO Services defined template for email communications

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)

Pricing

Pricing
Price £6.08 per transaction per month
Discount for educational organisations No

Service documents

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